A Council’s commitment to cultural diversity can be embedded into policies and plans. Before you develop a policy or plan it is important to understand the difference, and connection between these 2 strategic documents.

What is a policy?

A policy is a statement of a decision, or purpose that council either wishes to pursue or that it is required to pursue. A policy will define the course or program of action that council will need to deliver upon and be accountable to.  LGAQ have developed a resource called A Simple Guide to Policy development in Queensland Local Government which provides information about policy development.

What is the difference between a policy and a plan?

Although the words ‘policy’ and ‘plan’ are often used interchangeably they are both unique and serve a different purpose. The easy way to distinguish between a ‘multicultural policy’ and a ‘multicultural plan’ is that the policy is an overarching position on multiculturalism within the region, whereas a plan details the strategies that will be implemented to achieve the policy statement.

Below are some examples of Policies and Plans that Local Government have implemented:

Policies: 

Many Queensland Local Governments have a multicultural policy which outlines their commitment to culturally diverse communities. There is some variance in the way in which Councils embed this into policy which can be evidenced by the examples below:

Brisbane City Council Working with Refugees Strategy 

Brisbane City Council One City Many Cultures 

Cairns Regional Council Equal Employment Opportunity Workforce Diversity Policy  

Cairns Regional Council Cultural Diversity Policy  

Gold Coast City Council Language Services Policy 

Mackay City Council Community and Customer Service Policies 

Plans:

Many Councils have developed a Community Relations Plan to guide them in improving community relations. Community relations plans take a positive approach to dealing with negative influences on the community relations environment. Such plans seek to foster an environment in which racism and prejudice are eliminated, through people from all backgrounds working together towards common goals.

A simple plan is easily completed in consultation with local organisations representing cultural groups. A Community Relations Plan should include:

• A description of cultural diversity in your community.
• Identification of barriers to service access and community participation.
• Actions Council can take to overcome barriers due to lack of knowledge, language differences, or racism.
• A process for evaluating progress.

Some examples of Community Relations Plans include:
Ipswich City Council
Mackay Regional Council
Brisbane City Council

What is a Language Services Strategy?

A Language Services Strategy provides Councils with a plan to provide equitable services to their diverse clients with limited proficiency in English.   A timely and effective interpreting and translation service improves access to and quality of services provided. It includes:

• Identification of client language services needs.
• Guidelines for working with professional interpreters.
• A planned approach to producing and disseminating Council information in English and other languages, based on community need.
• A plan for including interpreting and multilingual information into Council budgeting, human resources and customer services.
• Guidelines for utilising the cultural and linguistic skills of employees.

What are the steps required to implement the strategy?

Step 1:   Identify issues and seek authorisation from your manager - establish that there is a need to develop a strategy in the first place.  Identify how the proposal was initiated, seek endorsement to proceed from the manager and then inform CEO of the proposed action.

Step 2:   Consult with stakeholders.

Step 3:   Prepare the draft strategy proposal.

Step 4:   Prepare a background report to support the proposal - make links between the strategy and Council’s Corporate Plan (the strategy should be consistent with achievement of the Strategic Priorities and fit with Council’s ‘business’) and include benefits, budget and recommendations.  As part of the report identify the key stakeholders; indicate if there is support or dissention; ensure any opposing views are acknowledged.

Step 5:    Submit for Council decision - the strategy may be approved, referred for feedback or further information from another Department or a request made for a redraft.

Step 6:    Implementation - ensure that the right people within Council are aware of the strategy and able to implement it

Step 7:   Evaluation - has the strategy achieved its objectives in terms of effort, performance, effectiveness and process?

Points to include in a Language Services Strategy when implementing within Council. A good model can be accessed from the Queensland Government Language Services Policy

• Assess community language needs.
• Acknowledge the entitlement for Council customers to receive the services of a professional interpreter or to linguistically appropriate information.
• Establish protocols for the engagement of professional interpreters.
• Ensure that language services are culturally and linguistically appropriate to the client by considering gender, ethnicity, use of telephone or on-site interpreters.
• Installation of equipment such as conference or speaker phones.
• Develop protocols for when the skills of non-accredited bi-lingual staff may be utilised.
• Formally acknowledge language expertise in workplaces and encourage workers to seek accreditation.
• Skill staff in working with professional interpreters.
• Recognise and provide for the cultural diversity that exists in the community when undertaking public consultation.
  

Using language services  - some good ideas

• Providing staff training in how to recognise when the services of an interpreter are required and the processes to follow to confidently access and use one.
• Holding multilingual information sessions about Council’s services.
• Conducting an assessment of the language needs of Council’s constituents to ensure that significant language groups are routinely catered for.
• Providing cultural awareness training programs for all customer service staff.
• Produce and display posters in several languages to publicise Council services.
• Ensuring that appropriate interpreters are available for public meetings/workshops in communities where there are a significant non-English speaking population.
• Translating Council’s most frequently used forms and letters into the main languages spoken by CALD community members in your area and ensure that staff are aware of its availability.
• Translating key community information into appropriate languages.